A PROJECT REPORT

ON

DEALERS SATISFACTION TOWARDS INDIAN OIL CORPORATION

LIMITED WITH REFERENCE TO GUWAHATI

A Report submitted in partial fulfillment of the requirement for the Degree of

Masters of Business Administration (MBA), in NERIM Group Of Institutions

under Dibrugarh University & Approved by AICTE.

Submitted by:

DEEPAKSHI MEDHI

MBA 3rd Semester

Roll No.: 32/13

UNDER THE GUIDANCE OF

NERIM GROUP OF INSTITUTIONS Padma Nath Sarmah Bhawan

Joyanagar, Khanapara, Guwahati-781022

(2014)

Institutional Guide : Mr Sumeet Gupta Asst. Professor, Dept .of Business Administration NERIM,Guwahati

Organisational Guide : Mr. A.S. Chowdhury Chief Terminal Manager IOCL,Betkuchi(TOP) Guwahati

DECLARATION

I, Deepakshi Medhi, hereby declare that this project entitled Dealers Satisfaction towards

Indian Oil Corporation Limited with reference to Guwahati. was prepared by me during

the year 2014 and was submitted in partial fulfillment of the requirements for the award of

degree in Master in Business Administration (MBA) of Dibrugarh University.

This report has not been submitted earlier for the award of any other degree/diploma from

Dibrugarh University or any other University.

Date: Deepakshi Medhi

Place: Guwahati Roll no: 32/13

(i)

ACKNOWLEDGEMENT

Every project needs the contribution of a lot of people whether directly or

indirectly. During the course of my project a lot of people came to me with their

helping hands. I feel lucky enough to get their support and encouragement. I

would like to express my heartfelt gratitude to all those people.

I convey my heartiest gratefulness to our respected Dean, Professor Dr.

Sangeeta Tripathi and Director, Dr. Zoii Nath Sarmah who gave me the

opportunity to do this project.

I would like to express my gratitude to Indian Oil Corporation Ltd, Digboi,T&D

for granting me permission to undergo my summer training. I would like to

thanks to my organizational guide Mr. A.S. Chowdhury, Chief Terminal

Manager of Indian Oil Corporation Limited for his valuable contribution and

guidance in the entire process and Mr. Monojit Reang, Operation Officer,IOCL

who provided me with such valuable information about the Indian Oil

Corporation Limited.

I convey sincere thanks to my institutional guide Mr Sumeet Gupta, Assistant

Professor, Department of Business Administration, NERIM Group of

Institutions whose suggestions and guidance motivated me to complete this

project

I would like to thank Dr. B. K. Choudhury, Placement Coordinator, NERIM

Group of Institutions and all the respondents of my study whose valuable time

and support have enabled me to complete this project.

Date : Deepakshi Medhi

Place : Guwahati MBA 3rd semester

(ii)

EXECUTIVE SUMMARY

TOPIC : A Study on Dealers Satisfaction towards Indian Oil Corporation Limited with

reference to Guwahati.

NAME OF THE ORGANISATION : Indian Oil Corporation Limited , Guwahati

NAME OF THE INSTITUTE : NERIM Group of Institutions, Guwahati

ORGANISATIONAL GUIDE : Mr A.S. Chowdhury, Chief Terminal

Manager, IOCL

INSTITUTIONAL GUIDE : Mr Sumeet Gupta, Assistant Professor, NERIM

LOCATION OF THE ORGANISATION: Betkuchi, Guwahati

DURATION OF THE STUDY: 1 month ( 14th July 13th August)

OBJECTIVES :

To know the dealers overall satisfaction level towards IOCL.

To find out whether the services provided by the IOCL is satisfactory or not.

To know their satisfaction level regarding product quality.

Research Methodology :

Research Instrument - Questionnaire and Telephonic Interview

Sample Size - 50

Sampling Procedures - Convenience Sampling .

Data Source : Data were collected through Primary and secondary sources.

Primary Data : Data was collected through questionnaire and telephonic

interview.

Secondary Data : Books & Internet.

Scope of the Study : This study is on Dealers satisfaction towards Indian Oil

Corporation limited with reference to Guwahati .This research study is useful for IOCL

to understand the expectations and requirements of dealers and can serve them in a better way

by knowing their overall satisfaction level and also their satisfaction level regarding products

quality.And also to know whether they are satisfied with the services or not.

Major Findings :

10% of the respondents are associated with IOCL for less than 5 years,

38% of the respondents are associated with IOCL for 06-10 years and 52%

of the respondents are associated with IOCL for above 10 years.

29% of the respondents deals with IOCL for the product Petrol, 30% of the

respondents for the product diesel, 1% of the respondents for the product

lubricants and 40% of the respondents deals with IOCL for All of the

above .

4% of the respondents refuel their depot from IOCL for 1 times to 2 times,

22% of the respondents refuel their depot for 2 times to 4 times, again

22% of the respondents refuel their depot for 4 times to 8 times and 52%

of the respondents refuel their depot from IOCL for more than 8 times.

92% of the respondents receive the products on delivery time and 8% of

the respondents do not receive the products on delivery time.

84% of the respondents said that customers have no complain about the

petrol or diesel quality and 8% of the respondents said that customers have

complain about the petrol or diesel quality.

6% of the respondents are neither satisfied nor dissatisfied with the quality

of IOCL products , 66% of the respondents are satisfied with the quality

of the IOCL products and 28% of the respondents are highly satisfied with

the quality of IOCL products.

a)14% of the respondents have registered complaint against IOCL and

86% of the respondents have not registered any complaint against IOCL.

b) 88% of the respondents have registered complaint against quality of the

products and 12% of the respondents have registered complaint against

others.

86% of the respondents said that the problem faced by them was solved

and 14% of the respondents said that the problem faced by them was not

solved.

83% of the respondents problems was solved within 1 week and 17% of

the respondents problems was solved after one month..

IOCL brand image got rank 1, Product quality got rank

2,Companypolicygot rank 3, schemes got rank 4 and delivery of goods on

time got rank 5.

Major Suggestions:

`Delivery of goods on time is one of the biggest problem, so it has to

be improved in order to improve dealers satisfaction level.

Some Dealers are not aware of schemes, so, awareness programme

should be there for it.

The company should take special measures on delivery of goods and the

various schemes.

Complaint handling and of regular analysis of complaints data should be

understood.

.

LIST OF TABLES

Table

No.

Table name

Page No.

3.1 Number of respondents with respect to years associated with IOCL

3.2 Products of IOCL deal by the respondents

3.3 Number of times in a month respondents refuel their depot from IOCL

3.4 Receiving the IOCL products by the respondents

3.5 Complain about the petrol or diesel quality from the customer

3.6 Satisfaction with the quality of the IOCL products

3.7 a.Registration of any complaint against IOCL by the respondents

b. Complaint which are registered against IOCL by the

respondents

3.8 Statement of the respondents whether the problem faced by them was solved or not

3.9 Time-period in which respondents problems was solved

3.10

Ranking in respect to the overall satisfaction level for IOCL

LIST OF FIGURES

Fig.No. Figure name

Page No.

3.1 Number of respondents with respect to years associated with IOCL

3.2 Products of IOCL deal by the respondents

3.3 Number of times in a month respondents refuel their depot from IOCL

3.4 Receiving the IOCL products by the respondents

3.5 Complain about the petrol or diesel quality from the customer

3.6 Satisfaction with the quality of the IOCL products

3.7 a. Registration of any complaint against IOCL by the respondents

b. Complaint which are registered against IOCL by the respondents

3.8 Statement of the respondents whether the problem faced by them was solved or not

3.9 Time -period in which respondents problems was solved

3.10 Ranking in respect to the overall satisfaction level for IOCL

CHAPTER 1

INTRODUCTION

1.1 ABOUT THE TOPIC

Dealer is a person or firm engaged in commercial purchase and sale. Dealer may signify

firms that buy or resell products at retail or wholesale basis. A producer cannot sell all his

products directly to consumer, he has to depend upon intermediaries to push, off, his

products. A dealer is an intermediary who helps to market a product. A dealer is one who

purchase and sells products. A dealer may be a wholesaler or a retailer or a distributor or any

agents.

The volume of sales depends on the efficiency of a dealer who assesses the psychology of

consumers and takes appropriate steps to sell a product. It is the dealer who suggests to the

manufacturers the suitable media of advertisement and other promotional tools. Dealers are

searching for new marketing strategies to attract and hold customers. Dealers include all

activities involved in selling goods and services to those buying for resale or business use.

Dealers buy mostly producers and sell mostly to retailers or industrial consumers.

DEALER SATISFACTION :

Satisfaction is basically a psychological state; care should be taken in the effort of

quantitative measurement, although a large quantity of research in this area has recently been

developed.

Dealer Satisfaction is a measurement of dealer attitudes about product, services and brands.

Dealer Satisfaction involves determining the degree to which a companys products or

services meet the requirement of the end users.

Dealer satisfaction is an ambiguous and abstract concept and the actual manifestation of the

state of satisfaction will vary from person to person and product or services. Study on Dealer

satisfaction aims at measuring the degree of awareness among dealers, to find out the

satisfaction level of dealers with respect to attributes.

The main objective of dealership is earning profits. Dealership business is different from

other business. The peculiar feature of a dealer is dealing with one or more similar products.

1.2 ABOUT THE INDUSTRY

AN INTRODUCTION ABOUT INDIAN OIL CORPORATION

LIMITED:

Indian Oil Corporation is an Indian public-sector petroleum company. It is Indias largest

commercial enterprise, ranking 116th on the Fortune Global 500 listing (2008).It began

operation in 1959 as Indian Oil company Ltd. The Indian Oil Corporation was formed in

1964, with the merger of Indian Refineries Ltd. Indian Oil and its subsidiaries account for a

47% share in the petroleum products market, 40% share in refining capacity and 67%

downstream sector pipelines capacity in India. The Indian Oil Group of Companies owns and

operates 10 of Indias 19 refineries with a combined refining capacity of 60.2 million metric

tons per year.

Indian Oil operates the largest and the widest network of fuel stations in the country,

numbering about 17606 (15557 regular ROs & 2049 Kissan Sewa Kendra). It has also started

Auto LPG Dispensing Stations (ALDS). It reaches Indane cooking gas to over 47.5 million

households through a network of 4,990 Indian distributors. In addition,Indian Oils Research

and development Center (R&D) at Faridabad supports, develops and provides the necessary

technology solutions to the operating divisions of the corporation and its customers within the

country and abroad.

Subsequently, Indian Oil Technologies Limited-a wholly owned subsidiary, was set up in

2003,with a vision to market the technologies developed at Indian Oils Research and

Development Center.It has been modeled on the R&D marketing arms of Royal Dutch Shell

and British Petroleum.

EVOLUTION OF INDIAN OIL CORPORATION LIMITED:

Indian Oil Corporation Limited was incorporated on 30th June , 1959 under the name and

style of Indian Oil Ltd. Upon merger with Indian Refineries Ltd. On 1st September, 1964, the

name of the company was changed to Indian Oil Corporation Ltd (IOCL).

IOCL controls 10 of the countrys 18 refineries including subsidiaries BRPL and CPCL. The

combined refining capacity is of 60.20 million tones per annum (1.2 million barrels per day).

It has the largest network of 7,170 km of crude oil petroleum product pipelines. Indian oil

meets 56% of the countrys petroleum products consumption and serves the nation with a

chain of 21,000 sales points.

1.3 THE COMPANY PROFILE

INDIAN OIL CORPORATION LIMITED AT A GLANCE

Indian Oil Corporation Ltd (Indian oil) is a downstream company. Beginning in 1959 as

Indian Oil Company Ltd., Indian Oil Corporation Ltd. was formed in1964 with the

merger of Indian Refineries Ltd. (established 1958). Indian oil corporation limited was

also merged with other two companies namely Assam oil company(1981) and

Bongaigaon refinery and petro-chemical limited(BRPL)(2009). According to collected

data Indian Oil and its subsidiaries account for 55.1% petroleum products market share,

34% refining capacity and 61% downstream sector pipelines capacity in India. Indian Oil

Corporation Ltd. (Indian Oil) is India's largest commercial enterprise, with a sales

turnover of Rs. 4,09,957 crore ($ 85,550 million) and profits of Rs. 3,955 crore ($ 825

million)for the year 2011-12. Indian Oil is also the highest ranked Indian company in

the prestigious Fortune 'Global 500' listing, having 83rd position in 2012. It is also the

18th largest petroleum company in the world. Empowered with MAHARATNA status,

Indian Oil is nurturing its vision to emerge as Energy of India.

The Companys operations include refineries, pipelines, marketing, research and

development (R&D) Centre and Business Development, enterprise and planning (E&P),

petrochemicals and natural gas. Indian Oil has gathered a luminous legacy of more than

100 years of accumulated experiences in all areas of petroleum refining by taking into its

fold, the Digboi Refinery commissioned in 1901 Digboi - the birth place of Indias oil

industry Oil struck in 1881).The Digboi Refinery processed 0.62 million tons of crude

oil during the fiscal year ended March 31, 2012 (fiscal 2012)

COMPANY PERSPECTIVES:

Indian Oil Corporation Ltd(Indian oil) strive be a major diversified, transnational, integrated

energy company, with national leadership and a strong environmental conscience, playing a

national role in oil security and public distribution.

VALUES

CARE Stands for

Concern

Empathy

Understanding

Cooperation

EMPOWERMENT INNOVATION Stands for

Creativity

Ability to learn

Flexibility

Change

PASSION - Stands for

Commitment

Dedication

Pride

Inspiration

Ownership

TRUST- Stands for

Delivered Promises

Reliability

Dependability

Integrity

Truthfulness

Transparency

MISSION

To achieve international standards of excellence in all aspects of energy and

diversified business with focus on customer delight through value of products and

services, and cost reduction.

To maximize creation of wealth, value and satisfaction for the stakeholders.

To attain leadership in developing, adopting and assimilating state-of-the-art

technology for competitive advantage.

To provide technology and services through sustained Research and Development.

To foster a culture of participation and innovation for employee growth and

contribution.

To cultivate high standards of business ethics and Total Quality Management for a

strong corporate identity and brand equity.

To help enrich the quality of life of the community and preserve ecological balance

and heritage through a strong environment conscience.

ORGANIZATIONAL STRUCTURE

The whole of Indian Oil Corporation (IOC) works under Corporate Office located at New

Delhi. It follows hierarchical structure where the decision flows from top to bottom and the

data flows from bottom to top. Under the corporate office there are 5 divisions namely-

Pipelines, Refineries, R&D, Marketing & Assam oil division. The Marketing division located

at Mumbai co-ordinates with the regional offices i.e. North, South, East & West Region

office, the other Divisional Offices & SBI for decisions regarding investments. The Regional

offices co-ordinates with respective state office that in turn co ordinates with respective

location offices.

OBJECTIVES OF IOCL :

R&D

Division

Pipelines

Division

Noida

Marketing

Division

Mumbai

Refineries

Division

New Delhi

Assam Oil

Division

NR

New Delhi

New Delhi

ER

Kolkata

Kolkata

WR

Mumbai

(Prabhadevi)

SR

Chennai

Chennai

RESPECTIVE STATE OFFICES

RESPECTIVE LOCATION OFFICES

To serve the national interests in oil and related sectors in accordance and consistent with Government policies.

To enhance the country's self-sufficiency in crude oil refining and build

expertise in laying of crude oil and petroleum product pipelines.

To further enhance marketing infrastructure and reseller network for providing

assured service to customers throughout the country.

To create a strong research & development base in refinery processes, product

formulations, pipeline transportation and alternative fuels with a view to

minimizing/eliminating imports and to have next generation products.

To optimise utilisation of refining capacity and maximize distillate yield and

gross refining margin.

To maximise utilisation of the existing facilities for improving efficiency and

increasing productivity.

To minimise fuel consumption and hydrocarbon loss in refineries and stock loss

in marketing operations to effect energy conservation.

To earn a reasonable rate of return on investment.

To avail of all viable opportunities, both national and global, arising out of the

Government of Indias policy of liberalisation and reforms.

To achieve higher growth through mergers, acquisitions, integration and

diversification by harnessing new business opportunities in oil exploration &

production, petrochemicals, natural gas and downstream opportunities overseas.

To inculcate strong core values among the employees and continuously update skill sets for full exploitation of the new business opportunities.

LOCATION

Planning & Business Development, Corporate Office, Delhi

Research & Development Centre, Faridabad

Marketing Head Quarter, Mumbai

Pipelines Head Quarter, NOIDA

Refineries Head Quarter, New Delhi

Regional Offices : 4

State Offices : 16

Divisional Offices

Retail : 66

Consumer : 34

Indane (LPG) Area Offices : 45

Indian Oil 's has a network of 24,000 sales points,158 bulk storage depots

and terminals, 96 aviation fuel stations and 89 Indane LPG bottling plants all over

India. Indian Oil has also setup offices in Sri-Lanka, M a u r i t i u s a n d t h e U A E .

Indian Oil has been lending its expertise for nearly two decades to various

countries in several areas of refining, marketing, transportation, training and research and

development. These include Sri Lanka, Kuwait , Bahrain, Iraq, Abu Dhabi,

Tanzania, Ethiopia, Algeria, Nigeria, Nepal, Bhutan, Maldives, Malaysia, Sudan and

Zambia.

MAJOR COMPETITORS OF INDIAN OIL CORPORATION LIMITED (IOCL)

Reliance Industry Limited (RIL)

Hindustan Petroleum Corporation Limited (HPCL)

Bharat Petroleum Corporation Limited (BPCL)

Essar Oil

Indraprasta Gas Limited

Mangalore Refinery And Petro-Chemical Limited( MRPL)

MAJOR PRODUCTS OF IOCL:

1. Motor Spirit (MS) common name Petrol

2. High Speed Diesel (HSD) common name Diesel

3. Superior Kerosene Oil (SKO) common name Kerosene

4. Liquid Petroleum Gas (LPG)

5. Aviation Turbine Fuel

6. Naphtha

7. Bitumen

8. Aviation Gas

9. Auto gas

10. Paraffin WAX

11. Petro- Chemicals

12. Lube

13. Liquefied Natural Gas (LNG)

14. Light Diesel Oil (LDO)

15. Furnace Oil (FO)

16. Low Sulphur Heavy Stock (LSHS)

17. Coke & many more

IOC L PRODUCT BRANDS AND SERVICES:

XTRACARE is an Urban Centric Proposition provides the customer with standardized, benchmarked level of

facilities & services for a distinctly different fuelling and caring experience.

THE SWAGAT retail outlets are large-format sites designed exclusively to cater to Truckers / Motorists on

Highways. With spacious parking lots, Dhabas, eateries, retail stores & Restroom, Swagat outlets provide

Customized service to Customers.

KISAN SEVA KENDRA, a low cost initiative to cater to the rural areas. Hub for catering to multiple rural

requirements. It tie-ups with banks, fertilizer and seed companies to provide Value added products and services to

rural people. Facility;

Pic: Kisan Seva Kendra

LOYALTY PROGRAMS

Indian Oil XTRAREWARDS is India's first online rewards programme that seeks to

inculcate the habit of redeeming points.

The XTRAPOWER Fleet Card programme is a complete smart card-based fleet

management solution for fleet operators and corporate for cashless purchase of fuel &

lubricants from designated retail outlets (petrol pumps) of Indian Oil through flexible

pre-paid and credit facilities. The fleet card also offers an exciting rewards programme

and unique benefits like personal accident insurance cover and vehicle tracking facilities.

PARTNERSHIP

The corporation has launched several joint ventures in partnership with some of the most

respected companies from India and abroad including Lubrizol, Petronas, Oiltanking,

GM hand Marubeni etc.

INDIAN OIL MAJOR UNITS

1) Refinery Division

2) Pipeline Division

3) Research & Development Division

4) Marketing Division

REFINERY DIVISION

Indian Oil controls 10 of Indias 22 refineries. The group refining capacity is 65.7 million

metric tonnes per annum (MMTPA) or 1.2 million barrels per day -the largest share among

refining companies in India. It accounts for 34% share of national refining capacity. Indian

Oil Corporation Ltd(Indian oil) coverage refineries with capacity shown in below ;

p i c : I O C L r e f i n e r i e s

I O C L C O V E R A G E R E F I N E R I E S W I T H C A P A C I T Y :

PIPELINE DIVISION

It is an established fact that pipelines are preferred as a cost effective,

energy efficient, safe and environment friendly method of transportation

for petroleum products and crude oil and are playing a leading role in

meeting the demand for petroleum products in India.

Pipelines name with commissioning year & length:

SL NO.

Existing Pipelines

Year of

Commissioning

Length

(km)

1 Guwahati-Siliguri 1964 435

2 Barauni-Kanpur 1966 745

3 Haldia-Barauni 1967 525

4 Haldia-Mourigram-Rajbandh 1972 277

5 Koyali-Ahmedabad 1966 116

6 Koyali-Sanganer 2003 1056

7 Chennai- Bangalore 2010 290

8 Panipat-Bhatinda 1996 219

9 Mathura-Delhi 1982 147

10 Panipat-Ambala-Jalandhar 1996 434

11 Panipat-Delhi 1996 182

12 Mathura-Tundla 2003 56

13 Panipat-Rewari 2004 155

14 Chennai Trichy Madurai 2005 683

15 Koyali Dahej 2006 103

16 Panipat-JalandharLPGPipeline 2008 274

17 ATF Pipeline to Chennai AFS 2008 95

18 Digboi-Tinsukia 1956 75

19 Narimanam-Nagpattinam 2007 7

20 Bangalore Airport 2008 36

21 Koyali ratlam 2009 265

22 Salaya-Mathura 1978 1870

23 Paradip-Haldia-Barauni 1999 1302

24 Mathura-Panipath 2006 114

25 Dadri-Panipath Rlng 2010 132

MARKETING DIVISION

Indian Oil provides a wide range of marketing services and consultancy in fuel

handling, distribution storage and fuel/lube technical services. Indian Oil have set up

depots, terminals, pipelines, aviation fuel stations, filling plants, LPG bottling plants,

amongst others. A wide network of lubricant and fuel testing laboratories are available at

major installations which is further backed by sector-wise expertise in the core sectors of

power, steel, fertilizer, gas plants, textile mills, etc.

ASSAM OIL DIVISION

The assets of the erstwhile Assam Oil Company were taken over by IOCL in the year 1981.

It is kept as a separate division in IOCL. Assam Oil Division owns the Digboi refinery and

is also into marketing.

Picture: AOD retail outlet

RESEARCH & DEVELOPMENT DIVISION

Indian Oil owns world-class research and development centre headed by Director. It

provides services to all other divisions of the Corporation and it is a form of SHARED

SERVICE UNIT. Established in 1972 for the development of lube as well as refining

process technologies. It is one of its kind in Asia and has grown into a major technological

development center of international repute in the downstream areas of lubricants, pipelines

and refining processes. Indian Oil markets around 450 grades of lubricants under the brand

name SERVO based on its R&D technology. It has extensive laboratory and pilot plant

facilities to successfully pursue projects in lube, refining and pipeline areas making it a

unique technology centre. Its rich reservoir of highly qualified / specialized scientific and

technical manpower has elevated this center to global status. Creativity and innovative

research has led to technological innovations, some of which have received prestigious

national and international awards.

MAJOR BUSINESS GROUPS OF IOCL

RETAIL SALES -------- SALE OF MOTOR SPIRIT(MS),HIGH SPEED DIESEL(HSD)

& SUPERIOR KEROSENE OIL (SKO) THROUGH RETAIL NETWORK

CONSUMER SALES -------- DIRECT SALE MS, HSD, BLACK OILS, BITUMEN,

LPG ---------- BOTTLING & SALES OF LPG (LIQUID PETROLUAM GAS) &

DOMESTIC, NON-DOMESTIC, AUTO GAS AND BULK

AVIATION ---------- AVIATION FUELS STORAGE, HANDLING AND SALES /

RE-FUELLING

LUBES ----------- BLENDING, FILLING & SALES OF LUBRICANTS & GREASES

MODES OF TRANSPORTATION OF IOCL PRODUCTS

PIPELINE (DEDICATED AND MULTI PRODUCT)

ROAD (TANK TRUCKS,LPG BULLETS,LPG BULK TRUCKS)

RAIL (BTPN WAGON I.E., BROAD GAUGE & BTP WAGON I.E., NARROW

GAUGE)

(BTPN: BOX TYPE PNEUMATIC BRAKE)

COASTAL (TANKER- VERY LARGE CRUDE CARRIER)

CHAPTER 2

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

2.1 Title Of The Study:

Dealers Satisfaction towards Indian Oil Corporation limited with reference to Guwahati

2.2 Statement Of The Problem:

The scope of the project is limited to some particularly selected area only. The project report

may be one of the most important tools for the company .The study has been basically done

to monitor the satisfaction level of dealers. The detail of this study would be helpful to the

organisation in identifying the areas of the dissatisfaction among the dealers.

2.3 Objectives Of The Study:

To know the dealers overall satisfaction level towards IOCL.

To find out whether the services provided by the IOCL is satisfactory or not.

To know their satisfaction level regarding product quality.

2.4 Scope Of The Study:

This study is on Dealers satisfaction towards Indian Oil Corporation limited with reference

to Guwahati .This research study is useful for IOCL to understand the expectations and

requirements of dealers and can serve them in a better way by knowing their overall

satisfaction level and also their satisfaction level regarding products quality.And also to know

whether they are satisfied with the services or not.

2.5 Sources Of Data:

The Data Were Mainly Collected From Primary Sources. Some Information Were Also

Collected From Secondary Source .

Primary Data : The primary data is a collection through direct interaction with the

management with the workers. Questionnaires were prepared and telephonic

interviews were taken to elicit the required information from the dealers.

Secondary Data : The secondary data such as books , Internet etc.

2.6 Sample Design: A Sample design is a definite plan for obtaining a sample from given

population . It refers to the technique or the procedure the researcher would adopt in selecting

items for the sample .Sample design may as well lay down the number of items to be

included in the sample i.e., the size of the sample, Sample design is determined before data

are collected.

Sample Size: The Sample Size Was 50.

Sampling Procedures : Convenience Sampling

2.7 Type Of Research: Descriptive.

Descriptive : Descriptive Research studies are those studies which are concerned with

describing the characteristics of a particular individual, or of a group, where diagnostic

research studies determine the frequency with which something occurs or its association with

something else.The design in such studies must be rigid and not flexible .

2.8 Tools Of Data Collection: Questionnaire and Telephonic Interview.

2.9 Plan Of Analysis:

Through The Questionnaire The Data Collected From The Respondents Were Analysed

Using Different Statistical Tools And Techniques, Each Of The Questions Were Analysed To

Find Out The Required Information. The Data has been Presented With The graphical

Method Like Pie Diagram, Column Diagram For Convenience In Understanding The Results

And Their Interpretation.

2.10 Reference Period : 1 month ( 14th July 13th August,2014)

2.11 Limitations of the study :

Respondents were reluctant to discover complete information .

Most respondents were not maintaining proper knowledge of various services

provided by the company, so they were unable to provide exact information.

Due to human behaviour information may be biased.

Questions have to be short and to the point; Probes are difficult to handle.

There is also the possibility of ambiguous replies or omissions of replies altogether to

certain questions; Interpretation of omissions is difficult.

Little time is given to respondents for considered answers; interview period is not

likely to exceed five minutes in most cases.

CHAPTER 3

DATA ANALYSIS AND

INTERPRETATION

ANALYSIS AND INTERPRETATION OF STUDY

Table no. 3.1

Number of respondents with respect to years associated with IOCL

Years No of respondents Percentage

Less than 5 years 05 10%

06-10 years 19 38%

Above 10 years 26 52%

Total 50 100%

Analysis : From the above table, it is observed that 10% of the respondents are associated

with IOCL for less than 5 years, 38% of the respondents are associated with IOCL for 06-10

years and 52% of the respondents are associated with IOCL for above 10 years.

10%

38%

52%

No of respondents

Less than 5 years

06-10 years

Above 10 years

Fig 3.1 : Number of respondents with respect to years associated with IOCL

Interpretation : From the above it can be inferred that maximum number of the respondents are associated with IOCL for above 10 years and minimum number of the respondents are

associated with IOCL for less than 5 years.

Table no. 3.2

Products of IOCL deal by the respondents

Products No of respondents Percentage

Petrol 20 29%

Diesel 21 30%

Lubricants 1 1%

All of the Above 28 40%

Total 70 100%

Analysis :From the above it is observed that 29% of the respondents deals with IOCL for

the product Petrol, 30% of the respondents for the product diesel, 1% of the respondents for

the product lubricants and 40% of the respondents deals with IOCL for All of the above i.e

Petrol, diesel, and lubricants.

29%

30%

1%

40%

No of respondents

Petrol

Diesel

Lubricants

All of the Above

Fig 3.2 : Products of IOCL deal by the respondents

Interpretation : From the above it can be inferred that maximum number of the respondents

deals with all the products of IOCL and minimum number of the respondents deals with

lubricants.

Table no. 3.3

Number of times in a month respondents refuel their depot from IOCL

Times No of respondents Percentage

1 times to 2 times 2 4%

2 times to 4 times 11 22%

4 times to 8 times 11 22%

More than 8 times 26 52%

Total 50 100%

Analysis :From the above it is observed that 4% of the respondents refuel their depot from

IOCL for 1 times to 2 times, 22% of the respondents refuel their depot for 2 times to 4 times,

again 22% of the respondents refuel their depot for 4 times to 8 times and 52% of the

respondents refuel their depot from IOCL for more than 8 times.

4%

22%

22%

52%

No of respondents

1 times to 2 times

2 times to 4 times

4 times to 8 times

More than 8 times

Fig 3.3 : Number of times in a month respondents refuel their depot from IOCL

Interpretation :From the above it can be inferred that maximum number of the

respondents refuel their depot from IOCL for more than 8 times in a month and minimum

number of the respondents refuel their depot from IOCL for 1 times to 2 times.

Table no. 3.4

Receiving the IOCL products by the respondents

Delivery on time No of respondents Percentage Yes 46 92%

No 4 8%

Total 50 100%

Analysis :From the above it is observed that 92% of the respondents receive the products

on delivery time and 8% of the respondents do not receive the products on delivery time.

Fig 3.4 : Receiving the IOCL products by the respondents

92%

8%

No of respondents

Yes

No

Interpretation : From the above it can be inferred that maximum number of the

respondents receive the IOCL products on time.

Table no. 3.5 :

Complain about the petrol or diesel quality from the customer

Complain from customer No of respondents Percentage

Yes 8 16%

No 42 84%

Total 50 100%

Analysis :From the above it is observed that 84% of the respondents said that customers

have no complain about the petrol or diesel quality and 8% of the respondents said that

customers have complain about the petrol or diesel quality.

Fig 3.5 : Complain about the petrol or diesel quality from the customer

16%

84%

No of respondents

Yes

No

Interpretation : From the above it can be inferred that maximum number of the

respondents have not received any complain about the petrol or diesel quality from the

customer.

Table no. 3.6

Satisfaction with the quality of the IOCL products

Satisfaction No of respondents Percentage Highly Dissatisfied 0 0%

Dissatisfied 0 0%

Neither Satisfied Nor

Dissatisfied

3 6%

Satisfied 33 66%

Highly Satisfied 14 28%

Total 50 100%

Analysis :From the above it is observed that 6% of the respondents are neither satisfied nor

dissatisfied with the quality of IOCL products , 66% of the respondents are satisfied with the

quality of the IOCL products and 28% of the respondents are highly satisfied with the quality

of IOCL products.

Fig 3.6 : Satisfaction with the quality of the IOCL products

Interpretation : From the above it can be inferred that maximum number of the

respondents are satisfied with the quality of IOCL products and minimum number of the

respondents are neither satisfied nor dissatisfied with the quality of the IOCL products.

Table no. 3.7

a) Registration of any complaint against IOCL by the respondents

Complaint against IOCL No of respondents Percentage Yes 7 14%

No 43 86% Total 50 100%

Analysis :From the above it is observed that 14% of the respondents have registered

complaint against IOCL and 86% of the respondents have not registered any complaint

against IOCL.

0% 0%

6%

66%

28%

No of respondents

Highly Dissatisfied

Dissatisfied

Neither Satisfied NorDissatisfied

Satisfied

Highly Satisfied

Fig 3.7 : a) Registration of any complaint against IOCL by the respondents

Interpretation : From the above it can be inferred that maximum number of the

respondents have not registered any complaint against IOCL.

Table no. 3.7

b) Complaint which are registered against IOCL by the respondents

Attributes No of respondents Percentage

Delay on delivery 0 0%

Service failure 0 0%

Quality of products 7 88%

Others 1 12%

Total 8 100%

Analysis :From the above it is observed that 88% of the respondents have registered

complaint against quality of the products and 12% of the respondents have registered

complaint against others.

14%

86%

No of respondents

Yes

No

Fig 3.7 : b)Complaint which are registered against IOCL by the respondents

Interpretation : From the above it can be inferred that maximum number of the

respondents have registered complaint against Quality of the products.

Table no. 3.8

Statement of the respondents whether the problem faced by them was solved or not

Statement No of respondents Percentage

Yes 6 86%

No 1 14%

Analysis :From the above it is observed that 86% of the respondents said that the problem

faced by them was solved and 14% of the respondents said that the problem faced by them

was not solved.

0

1

2

3

4

5

6

7

Delay ondelivery

Service failure Quality ofproducts

Others

0 0

7

1

0% 0%

88%

12%

No of respondents

Percentage

Fig 3.8 :Statement of the respondents whether the problem faced by them was solved or not

Interpretation : From the above it can be inferred that maximum number of the respondents

problems have been solved

Table no. 3.9

Time-period in which respondents problems was solved

Time - Period No of respondents Percentage

Within 1 week 5 83%

Within 2 week 0 0%

Within 3 week 0 0%

Within4 week 0 0%

More than a month 1 17%

Analysis :From the above it is observed that 83% of the respondents problems was solved

within 1 week and 17% of the respondents problems was solved after one month

86%

14%

No of respondents

Yes

No

Fig 3.9:Time-period in which respondents problems was solved

Interpretation : From the above it can be inferred that maximum number of the

respondents problems have been solved within 1 week.

RATING SCALE USED

1 2 3 4 5

Highly

Dissatisfied

Dissatisfied Neither satisfied

nor dissatisfied

Satisfied Highly Satisfied

Table no. 3.10

Ranking in respect to the overall satisfaction level for IOCL

Attributes

Rate Weighted Average Rank

1 2 3 4 5

Delivery of goods 1 1 3 34 11 13.53 3

83%

17%

Within 1 week

Within 2 week

Within 3 week

Within4 week

More than a month

on time

Product quality 0 0 4 33 13 13.93 2

Company policy 0 1 10 37 2 12.66 4

Brand Image 0 0 0 0 50 16.66 1

Schemes 0 2 22 24 2 11.73 5

Analysis :From the above it is observed that IOCL brand image got rank 1, Product quality

got rank 2, delivery of goods on time got rank 3,Company policy got rank 4 and schemes got

rank 5 .

Fig 3.10 : Ranking in respect to the overall satisfaction level for IOCL.

Interpretation : From the above it can be inferred that brand image of IOCL has got the

highest rank followed by product quality, delivery of goods on time, company policy and

scheme respectively.

13.53 13.9312.66

16.66

11.73

32

4

1

5

0

2

4

6

8

10

12

14

16

18

Delivery ofgoods on time

Productquality

Companypolicy

Brand Image Schemes

Weighted Average

Rank

CHAPTER 4

FINDINGS

10% of the respondents are associated with IOCL for less than 5 years,

38% of the respondents are associated with IOCL for 06-10 years and 52%

of the respondents are associated with IOCL for above 10 years.

29% of the respondents deals with IOCL for the product Petrol, 30% of the

respondents for the product diesel, 1% of the respondents for the product

lubricants and 40% of the respondents deals with IOCL for All of the

above .

4% of the respondents refuel their depot from IOCL for 1 times to 2 times,

22% of the respondents refuel their depot for 2 times to 4 times, again

SUMMARY OF FINDINGS

22% of the respondents refuel their depot for 4 times to 8 times and 52%

of the respondents refuel their depot from IOCL for more than 8 times.

92% of the respondents receive the products on delivery time and 8% of

the respondents do not receive the products on delivery time.

84% of the respondents said that customers have no complain about the

petrol or diesel quality and 8% of the respondents said that customers have

complain about the petrol or diesel quality.

6% of the respondents are neither satisfied nor dissatisfied with the quality

of IOCL products , 66% of the respondents are satisfied with the quality

of the IOCL products and 28% of the respondents are highly satisfied with

the quality of IOCL products.

a)14% of the respondents have registered complaint against IOCL and

86% of the respondents have not registered any complaint against IOCL.

b) 88% of the respondents have registered complaint against quality of the

products and 12% of the respondents have registered complaint against

others.

86% of the respondents said that the problem faced by them was solved

and 14% of the respondents said that the problem faced by them was not

solved.

83% of the respondents problems was solved within 1 week and 17% of

the respondents problems was solved after one month..

IOCL brand image got rank 1, Product quality got rank 2, Company policy

got rank 3, schemes got rank 4 and delivery of goods on time got rank 5.

CHAPTER 5

5.1 SUGGESTIONS

`Delivery of goods on time is one of the biggest problem, so it has to be

improved in order to improve dealers satisfaction level.

Some Dealers are not aware of schemes, so, awareness programme

should be there for it.

SUGGESTIONS AND CONCLUSION

The company should take special measures on delivery of goods and the

various schemes.

Complaint handling and of regular analysis of complaints data should be

understood.

5.2 CONCLUSION

The project report entitled DEALERS SATISFACTION TOWARDS INDIAN OIL

CORPORATION LIMITED WITH REFERENCE TO GUWAHATI has been conducted to

know dealer overall satisfaction level towards IOCL ,to find out whether the services

provided by the IOCL is satisfactory or not and to know their satisfaction level regarding

product quality.

From the analysis it is found that the few respondents do not receive the products on

delivery time. Moreover, respondents said that few customers have complain about the petrol

or diesel quality.

After a thorough analysis and extensive research about IOCL as a whole it is found that the

company has got potential in the market but it is facing challenges due to stiff competition

from other oil companies. This project has given me an opportunity to interact with the

corporate sector as well as marketing sector and to see how academic teaching of the

classrooms in Management is translated to reality and practice. Dealers Satisfaction is also

one of the most important part . As dealers are having problems with delay on delivery of

the products and lack of awareness regarding the schemes. So, IOCL should try to improve

all those and achieve organisational goals.

BIBLIOGRAPHY

BOOKS

Kothari C.R. (2010), Research Methodology; 2nd Revised Edition, New Delhi,

New Age International Publisher.

Kotler Philip, Armstrong Gary, Agnihotri Y.Prafulla & Haque ul Ehsan ,

Principles of Marketing;

13th Edition, New Delhi , Pearson Education.

Nair Suja R. (2011), Consumer Behaviour In Indian Perspective;

2nd Edition, Mumbai, Himalaya Publishing House.

Websites

https://www.google.co.in/search?sourceid=chrome-psyapi2&ion=1&espv=&ie=UTF-

8&q=project%20report%20on%20dealer%20satisfaction%20mba

https://www.google.co.in/search?q=dEALER+SATISFACTION+OF+INDIAN+OIL

&oq=dealer+satisfaction+of+indian+oil&aqs=chrome.0.69i59.60102j0j8&sourceid=c

hrome&es_sm=93&ie=UTF-8

http://en.wikipedia.org/wiki/Indian_Oil_Corporation

QUESTIONNAIRE

ANNEXURE

Dear Respondents

I am a student of NERIM Group Of Institution under Dibrugarh University, undergoing a

project in which I am conducting a survey on Dealers satisfaction towards Indian Oil

Corporation limited with reference to Guwahati. I would like to request you to spend a few

minutes of your valuable time for answering some questions. Your answer will be kept

confidential and will be used for academic purpose only. Your help will go long way in

assisting me to complete my report.

Anticipating your kind response

Deepakshi Medhi

MBA 3rd Semester

Department of Business Administration

PART-A

Name of the Dealer :

Location :

PART-B (Please tick mark in the appropriate box where it is necessary)

1. How many years you are associated with IOCL?

a. Less than 5 years

b. 6-10 years

c. Above 10 years

2. Which are the products you deal with IOCL?

a. Petrol

b. Diesel

c. Lubricants

d. All of the above

3. How many times in a month do you refuel your depot from IOCL?

a. 1 times to 2 times

b. 2 times to 4 times

c. 4 times to 8 times

d. More than 8 times

4. Do you receive the IOCL products on time?

Yes No

5. Have you received any complain about the petrol or diesel quality from the

customer?

Yes No

6. How much you are satisfied with the quality of the IOCL products?

a. Highly Dissatisfied

b. Dissatisfied

c. Neither Satisfied Nor Dissatisfied

d. Satisfied

e. Highly Satisfied

7. a)Have you registered any complaint against IOCL?

Yes No

b)If Yes, What was the reasons?

I. Delay on delivery

II. Service Failure

III. Quality of Products

IV. Others(Please Specify).......................

8. Your Problem was solved.

Yes No

9. If Yes ,what was the Time-Period?

I. Within 1 week

II. Within 2 weeks

III. Within 3 weeks

IV. Within 4 week

V. More than a month

10. Overall how would you rate your satisfaction level for IOCL?

1-Highly dissatisfied , 2- Dissatisfied ,3- Neither satisfied nor dissatisfied,

4-Satisfied, 5- Highly satisfied

Attributes Rate

Delivery of goods on time

Product Quality

Company policy

Brand Image

Schemes